POSITION: Call Centre Supervisor
LOCATION: Germiston, Gauteng

Job Purpose
Organizes and directs the day-to-day activities related to the operation of the Contact Centre.
Responsible for managing, training, and guiding Contact Centre Agents in performing their duties.
Provides support, prepares reports, and resolves customer service problems and complaints.
Monitors agent performance and overall Contact Centre effectiveness.

Description

• Supervises, plans, and manages functions related to the Contact Centre work area.
• Oversees and directs the daily activities of Contact Centre Agents.
• Monitors productivity of Contact Centre Agents and generates performance reports.
• Reviews individual, team, and Contact Centre results to identify and act on performance trends.
• Monitors service calls for professionalism, technical accuracy, and customer service quality.
• Resolves customer complaints and queries; recommends corrective actions.
• Maintains accurate records of service requests and complaints.
• Provides ongoing communication to ensure Agents are informed of product and procedure changes.
• Serves as key information resource; answers questions, assigns tasks, and gives instructions.
• Conducts supervision, coaching, call monitoring, training, reviews, and discipline.
• Performs performance monitoring and evaluations to improve agent efficiency.
• Ensures team members receive appropriate training and support.
• Manage attendance, shift schedules, and break allocations.
• Sets customer care targets and ensures achievement.
• Strives to deliver a consistently delightful customer experience.
• Handles customer correspondence across email, SMS, and social media.

Knowledge and Skills

• In-depth knowledge of Walton’s product lines.
• Understanding of Call Centre tracking systems.
• Experience in customer acquisition and retention.
• Strong CRM knowledge.
• Excellent communication skills.
• Ability to design efficient processes.
• Ability to collaborate at all levels.
• Strong sales acumen.
• Advanced computer literacy.
• Strong planning, organizing, and problem-solving skills.
• Exceptional interpersonal skills.

Attributes

• Strong customer service orientation.
• Self-driven and target oriented.
• Assertive and confident.
• Resilient under pressure.
• Ability to motivate and secure team buy-in.
• Maintains confidentiality.
• Creative thinker with data-driven mindset.
• Strong interpersonal influence.

Requirements

• Knowledge of PABX, telephony, call centre systems, and benchmarks.
• Computer literacy essential.
• Valid driver’s license and reliable transport.
• Strong sales background.
• Ability to delegate and discipline staff.
• English proficiency.
• Experience & Training
• Minimum 5 years customer service experience, with at least 2 years supervisory.
• Minimum 5 years call centre experience.

Qualifications

• Matric
• Degree or diploma in Call Centre Management or Customer Service.